In this Tips & Tricks session, Ian Hall, Chief Marketing Officer at SymTrain, shared strategic insights and 10 essential tips for creating and delivering effective Syms. Drawing from real-world examples, customer success stories, and the broader goals of AI coaching, Ian emphasized how well-crafted Syms can improve agent engagement, training outcomes, and business KPIs. The session centered on making Syms more engaging, emotional, practical, and strategic, turning them into tools that teach and transform.
Key Takeaways
Break it Down: Shorter, focused Syms allow for repetition and retention. Break longer, complex simulations into smaller “pods” that are easier to master and build back into full scenarios later.
Make it Fun: Use humor, Easter eggs, competitions, and even music to turn training into something agents look forward to. Engagement drives better performance and learning stickiness.
Explain the Why: Show what to do AND explain why it matters. Embedding purpose into Syms makes agents more thoughtful, committed, and better at applying skills in real life.
Branch It: Use branching to simulate the unpredictability of real conversations. Giving agents exposure to multiple customer types or reactions in one Sym helps them handle anything live.
Involve the Users: Ask your agents where they need help and build Syms around their real challenges. Let top performers help coach peers by sharing how SymTrain improved their calls.
Use Strategic Alternative Words: Build keyword flexibility by adding synonyms and variations that maintain the meaning but allow for natural, conversational delivery, especially in compliance scenarios.
Make it Conversational: Syms should mirror real dialogue, small talk, empathy, and pacing matter. Teach agents to be human, relatable, and always customer-focused.
Lean into Emotion: Create Syms with different emotional tones (angry, sad, chatty, confused) so agents learn to regulate their own tone and language in response.
Use Varied Voices: With new voice capabilities rolling out, choose tones and dialects that match your audience. The right voice humanizes interactions and strengthens engagement.
Follow the Most Practiced Syms: High-usage Syms are high-value. Identify the ones agents keep returning to, analyze what makes them effective, and use them as templates for future content.
If you missed something or want to revisit the session, check out the full session video:
Voices had a major enhancement with 100 new, high-quality AI voices across multiple accents, languages, tones, and personas.
María Vives
Jun 4, 2025
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